DiscoverAdvice from a Call Center Geek!10 Tips on Improving your Contact Center Coaching
10 Tips on Improving your Contact Center Coaching

10 Tips on Improving your Contact Center Coaching

Update: 2021-07-29
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Back to the basics of what you all love about the podcast!  Let's talk about contact center coaching, how to improve it, have a plan for it, and improve our culture with it.

Proper coaching is the most underrated way to improve (or ruin) the culture of your contact center.

In this episode we talk about 10 Tips on Improving your Contact Center Coaching:
 
1. Praise Publicly But Coach Privately
2. Sandwich Negative Feedback with Positive Feedback
3. Be Specific
4. Tie Performance to Data
5. Have Your Agent Assess Themselves
6. Role Play
7. Discuss Roadblocks
8. Redefine KPI Goals
9. Understand Expectations
10. Remonitor

 Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel 

This episode is brought to you by Balto.

  • Balto's Real-Time Guidance helps your agents say the right things on every single call
  • Get 26% more sales and cut ramp time by 75%.
  • In just a little over a month.
  • Head over to balto.ai/tom to get a free pair of Bose headphones for a demo


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10 Tips on Improving your Contact Center Coaching

10 Tips on Improving your Contact Center Coaching

Thomas Laird